Manager - Customer Experience Insights & Analytics (2023-Oct to present)

Sydney

Current - 2023

• Responsible for transforming customer insights, leading customer research, data analysis and insights efforts to enhance the work of NSW Fair Trading, SafeWork, Building Commissioner and Rental Commissioner.
• Lead and develop a team to execute qualitative and quantitative research and analytics programs.
• Responsible for leading a data-driven decision making culture through establishment and implementation of a Voice of Customer (VoC) program. The VoC program aims to give real time insights, enabling ongoing service improvements, policy development and communication strategies with a strong focus on the customer experience.

Analytics Lead, Australia & New Zealand (2022-Dec to 2022-Oct)
Senior Analytics Consultant (2021-Mar to 2022-Dec)

Sydney

2023 - 2021

• Lead and develop a multi skilled team of analysts, providing mentorship, managing work priorities, and ensuring optimal resource allocation.
• Shape and implement the ANZ business vision and objectives, driving the scaling of analytics operations across functions and global regions.
• Innovate and develop data analytics capabilities for problem-solving in the healthcare sector, creating scalable offerings and advancing analytic capabilities.
• Provide internal thought leadership to shape best practices for analytics in Australia & New Zealand.
• Manage data management optimization, including data ingestion, updates, ETL processes, and data mapping on visual platforms.
• Successfully manage budgets, resources, and timelines to deliver analytics projects on time, within scope, and within budget.
• Define products and establish pricing structures for the company’s offerings, contributing to product development and pricing strategies.
• Assess project requirements, determine effort, and engage with clients for effective project scoping and client engagement.
• Prioritize products for innovation and develop value propositions to drive the company’s innovation and market competitiveness.
• Coordinate processes between departments to ensure client satisfaction and efficient project delivery, organizing and streamlining internal processes.
• Implement systems and facilitate communication between teams, ensuring effective collaboration and information flow.

Research Manager (Primary Research Snr Analyst) 2018-Mar to 2021-Mar
Higher Duties 2020-Feb to 2020-Nov

Sydney

2021 - 2018

• Led and mentored a team of researchers and analysts, successfully executing research projects and delivering high-quality reports within strict deadlines.
• Designed and implemented quantitative and qualitative research programs, including B2B & B2C brand trackers, student entry experience, and Voice of Customer initiatives.
• Conducted complex data analysis and modeling using SQL and R, generating actionable insights and recommendations for the business.
• Developed custom VBA macros to automate data processing, analysis, and tool creation, resulting in significant time savings for the team.
• Designed and created interactive PowerBI dashboards with PowerQuery and DAX, simplifying complex data visualization for easy access by stakeholders.
• Presented insights to diverse stakeholders, including executives, clients, and other business units, effectively driving actionable outcomes.
• Influenced data strategy by identifying key data and business needs for future and historic reporting, aligning for insightful decision-making and reporting purposes during the implementation of a new data system at TAFE NSW.
• Collaborated with cross-functional teams in Sales, Marketing, and Curriculum Development to identify areas for improvement and implement evidence-based solutions.
• Worked collaboratively under Sales and Marketing to create customer journeys, segments, and execute targeted marketing campaigns.
• Standardized customer segments across the organization and communicated through regional business meetings, ensuring consistency and alignment in customer targeting efforts.
• Established business tracking metrics and student feedback pathways, providing valuable data for performance evaluation and enhancing the student experience.
• Utilized data-driven and fact-based insights to make recommendations for improving the student enrollment journey, streamlining processes, and enhancing student satisfaction.
• Analyzed customer lifecycle and interests to understand the lifetime value of customers, enabling targeted marketing and retention strategies based on customer behavior and preferences.

Consultant (2016-Jun to 2017-Nov)

Sydney / Singapore

2017 - 2016

• Led projects, liaising with and maintaining client relationships, and delivering projects end-to-end.
• Key contact point for external and internal clients. Responsible for client-facing proposal meetings to research design and execution and final presentation of reports / workshop coordination.
• Maintain and nurture client relationships, developing new business.
• Conducting research for market insights (including custom, patient journey, brand health, pre-launch and optimisation), clinical insights (pipeline prioritisation, competitive comparisons, asset evaluations), risk management & safety surveillance (adverse event reporting, patient registries and observational studies), forecasting (demand uptake, patient flow, patient preferences), commercial & corporate effectiveness (sales force effectiveness, physician experience, corporate brand management and tracking).
• Identify new opportunities to increase efficiency and quality of research processes and outputs.

Account Manager (2016-Feb to 2016-Jun)
Senior Research Executive (2013-Jun to 2016-Feb)

Ipsos

Sydney

2016 - 2013

• All aspects of project coordination and execution, supporting key client partners in a variety of industries including finance & banking (in particular home loans, wealth management, life insurance), FMCG (baby products, confectionary etc) and Health Care.
• Conducting research in market understanding and measurement (brand equity, connection and potential growth), innovation and forecasting (pre-concept, concept and product testing, forecast sales and uptake), PR research, shopper and sensory.
• Championed Brand Health / Equity research and certified as Ipsos Bayesian Network (IBN) analytics team for Australia and New Zealand.
• Managed day-to-day relationships with external suppliers – research panel suppliers, venue suppliers, individual packing suppliers & PR agencies.

Project Manager (2011-Oct to 2013-Jun)

INSIDESTORY

Sydney

2013 - 2011

• Liaised with external suppliers, PA for CEO, as well as project and respondent management.
• Assisted in conducting research projects for a large range of public sector clients.

Masters of Management in Community Management

University of Technology

Sydney

N/A

Postgraduate Diploma Psychology

Murdoch University

Perth

N/A

Bachelor of Arts - Psychology

Macquarie University

Sydney

N/A